Why is Service Design important? This slide deck seeks to answer this question and provides and overview of the process, methods and tools we apply to design better services.

1. Service I Design I Technology

2. Why is Service Design
important?
Critical to improving customer experience.
Provides a process that enables organisations
to truly understand their service users and
engage in meaningful ways.
Leads to operational efficiencies and
competitive differentiation – driving profits and
cost savings.
Made Open

3. © Design Council
Project photo – Designing the future of Adult Social Care workshopThe Double Diamond Design Process
The Process

4. Our Service Design
Tools and Techniques
Project photo – Designing the future of Adult Social Care workshopMade Open Project: Designing the future of Adult Social Care

5. Discovery
Bring people together to share challenges
and agree goals.
Project photo – South West Global Service Design JamMade Open Project: Global Service Design Jam

6. Data Analysis
Data can help us understand problems and
identify areas for further research.
Project photo – South West Global Service Design JamMade Open Project: Global Service Design Jam

7. Community Engagement
Creative engagement methods help us
gather insight and build a shared
understanding of the problem.
Project photo – Designing the future of Adult Social Care workshopMade Open Project: Community engagement campaign to encourage young people to vote

8. Digital Platforms
Social media is a great way to gather
opinion. Our community platform
promotes collaboration through the
exchange of ideas, knowledge time and
resources.
Project photo – Presenting a new community toolkit at the Design Council
Made Open

9. Community Mapping
Map the people, knowledge,
resources and places that exist.
Project photo – New Work Cornwall workshopProject photo – Designing the future of Adult Social Care workshopMade Open Project: New Work Cornwall

10. Visioning workshop
Helps teams develop
a shared vision
Ethnography
Shadow users or spending time with
them discussing their lived experience
in real context.
Project photo – BT ALFI Telecare serviceMade Open Project: BT Alfi Telecare Service

11. User Experience
Develop ‘Personas’ to represent
different end users and providers of a
service.
Project photo – Designing the future of Adult Social Care workshopMade Open Project: Designing the future of Adult Social Care

12. User Journies
Analyse and map a service from a user’s
point of view. Map key touch points and
physical interactions.
Project photo – Designing the future of Adult Social Care workshopMade Open Project photo – BT Alfi Telecare Service

13. Co-design
Enable groups of people to come
together to co-design solutions.
Project photo – South West Futures workshopProject photo – Designing the future of Adult Social Care workshopMade Open Project: South West Futures workshop with the RSA

14. Challenges
‘Change cards’ are used to
build a shared understanding
of the problem.
Workshop Tools
Workshop tools such as ‘change cards’ can
alter the scope of the problem by prompting
new perspectives.
Project photo – Export Jam (with Policy Lab)Made Open Project: Designing the future of Export (with Policy Lab)

15. Visualise Ideas
Sketching is a good way
to visualise new ideas.
Project photo – New Work CornwallMade Open Project: New Work Cornwall

16. Prototyping
Table top prototyping and modeling
helps teams to visualise how a service
might work and test assumptions.
Project photo – Co-designing the future of policing (with Policy Lab)Project photo – Designing the future of Adult Social Care workshopMade Open Project: Fuel Poverty and Energy Efficiency Workshop

17. Service Blueprinting
Service blueprints help to illustrate the
intended service delivery across different
channels (e.g: digital, phone, face 2 face).
Project photo – Designing the future of Adult Social Care workshopMade Open Project: BT Alfi Telecare Service

18. Connect. Share. Collaborate
Project photo – Presenting a new community toolkit at the Design Council
Made Open Project: Presenting the new Community Toolkit at the Design Council

19. Project photo – Designing the future of Adult Social Care workshopClients and Partners
Local & Central
Government
Community
Development
Charities
Here are just some of the organisations we’ve designed services with:

20. Who do we work with?
“The team at Made Open helped us work
collaboratively with citizens, service
providers, commissioners and the
voluntary sector to improve the quality and
sustainability of our services.”
Denbigh Cowley – Programme Manager
Cornwall’s Transformation Challenge Award
Project photo – Designing the future of Adult Social Care workshopTestimonial

21. Who do we work with?
“One key objective was to use service
design to bring key partners together and
to ‘sell’ the design process to work on new
types of solutions. By working together
with experienced designers at Made Open
we gave staff ‘permission’ to think
differently, and to be more innovative to
solve problems.”
Amanda Pujol,
Business Manager,
Health & Housing,
Teignbridge Council
Project photo – Designing the future of Adult Social Care workshopTestimonial

22. Project photo – Designing the future of Adult Social Care workshopMade Open
To find out how Service Design can
help your organisation please
contact:
Kathryn Woolf
Kathryn@madeopen.co.uk
01872 862547
or visit our website
www.madeopen.co.uk